County panel: More staff needed to cut red tape at Civic Center

Cutting red tape at the Civic Center won't be easy, speedy or inexpensive.

After 18 months of study, a citizens committee has concluded that hiring more Community Development Agency staffers, launching a sophisticated communication program, training, lowering fees and a variety of other moves are needed to engage the public, boost customer service and speed permit approval.

The panel provided no cost estimate for the ambitious effort, but the tab for new staff, as well as advice officials are likely to seek from communications and related consultants, easily tops several hundred thousand dollars, and could mount to well more than that.

The county's Regulatory Improvements Advisory Committee, which convened and deliberated with help from a facilitator, concluded that easing the permit process will take more hand-holding at the planning counter by generalists skilled in planning and public works disciplines, along with lots of backshop work simplifying, explaining and speeding review procedures.

The 11-member panel, appointed by officials after Lucasfilm abandoned plans for a film studio at Grady Ranch, "identified opportunities to reduce bureaucracy, achieve a more timely process for reviewing development proposals and allow for greater customer choice and flexibility for permit-related services," according to its final report.

Communication

It called for a sophisticated communication program, using all media as well as public forums, to alert residents about permit procedures, project proposals and planning affairs. It urged officials to simplify regulations, launch an ombudsman system to mediate disputes, create online and "one-stop concierge" permit processing programs, tie permit fees to actual costs, and add a full-time "plan checker" post.

"A concerned public can contribute to project deliberations much more productively and substantively when it is informed and knowledgeable about the purpose of review, its procedural steps, the relevant policies and standards affecting the county's decision, and the milestones involved," the committee noted. "The committee urges the county to organize information in a complete and understandable manner, to make all information accessible in variety of formats, and to actively inform all members of the community about how to successfully participate in the review process."

Service improvements proposals include an ombudsman program "allowing an impartial intermediary to intercede on the behalf of an applicant, or other concerned party, to communicate the nature of the problem and negotiate its resolution with the agency staff." Also needed is a "permit concierge" planning role coordinating information for all parties involved or interested in review of a project, as well as a "multi-disciplinary reviewer" in a sort of front counter traffic cop role.

In short, the committee wants government to smooth the way for projects that meet county regulations, advising applicants, neighbors and others about the rules, requirements and consequences, potential outcomes and roadblocks.

Online strategies

The panel urged development of a comprehensive communications program featuring a detailed plan outlining media and online strategies. The effort should include funding for "a comprehensive initiative to proactively inform all participants about the development and environmental review procedures" used by agency staff. Other proposals called for informational forums, creating a "standalone" website and providing media outlets with written and video content on a range of matters including topics such as "the impacts of NIMBYism."

The committee also called for more training for design review board members and making sure fees fairly reflect actual staff time. The panel tread gingerly on streamlining environmental review regulations, but did call for an examination of "where the county procedures go beyond minimum statutory standards."

The committee's report provides a lengthy list of "action items" needed to put its recommendations to work, although it reported some panel members did not endorse them all. They deal with a variety of process reviews, studies and procedural changes, including a "same day express permit" program for routine kitchen, bathroom, deck and solar remodels.

Other proposals include accelerating the updating of community plans.

Training critical

The diverse committee represented the building industry as well as community interests.

One member, Nona Dennis of the Marin Conservation League, said the vast majority of permit applications are routine matters such as a new garage or kitchen, and they need help navigating the permit process.

"The committee made many recommendations to support and enhance the initiatives the Community Development Agency and other county departments are already working on to make the process more efficient, predictable, and customer-friendly," she said. "The committee also recommended new staff to make this possible."

Robert Eyler, head of the Marin Economic Forum, also served on the panel. He said although the process lacked "case studies on what goes right and where improvements would help," the county should "focus on saving applicants time and money ... and also communicating about the processes involved," he said.

Charles Ballinger, a committee member who served for years as head of the Strawberry Design Review Board, called training of community review board members especially critical, but observed that aspects of the committee report relating to staff hiring seemed like a "grant proposal" for the permit agency.

The committee's proposals are in addition to a "sustainable construction methods" plan up for review by top officials this Tuesday that streamlines permits for rural dwellings built by owners for family use. The plan allows alternative materials and construction methods.

Community Development chief Brian Crawford said the panel did an excellent job, affirming initiatives his agency already is working on while pitching new proposals.

"Getting critical feedback from an outside perspective is invaluable to our staff in identifying areas where we need to improve our responsiveness," Crawford said. "Although the press of business is heavy in our agency, we need to make room to thoughtfully solicit feedback ... and consider a variety of changes."

The committee's recommendations "need to be pursued in a phased manner over time," he said, adding that proposals for more staffers "should be considered in the context of regulatory and system changes" while "allowing the agency to live within its means."

The red tape committee report will be reviewed by county supervisors Sept. 9.